About Your Mobile

Back up anything you want to keep, sign out of your iCloud or Google account so Activation Lock is switched off, remove your SIM and memory card, charge the device and then power it off completely. Pack it securely and keep your proof of postage.

Go to Settings > General > Transfer or Reset iPhone > Erase All Content and Settings, and enter your Apple Account password when asked. That switches off Find My and Activation Lock. If you no longer have the device to hand, sign in at icloud.com/find, choose the device, click Erase This Device and then — importantly — click Remove from Account as well.

Remove the account first at Settings > Accounts > Remove account, then factory reset at Settings > System > Reset options > Erase all data. On Samsung it is Settings > General Management > Reset > Factory data reset. Removing the account before the reset is what stops Factory Reset Protection locking the phone afterwards.

A device that is still signed in to iCloud or a Google account cannot be inspected, tested or resold — the lock ties it to you. If it reaches us locked we have to contact you and, if it cannot be unlocked, return it, which delays your payment.

Yes. Every device is securely processed when it reaches us and any remaining data is wiped as part of our standard process. We still strongly recommend erasing it yourself first — our free data delete tool gives you step-by-step instructions for your model.

Dial *#06# on the handset and it appears on screen. You can also find it in Settings > General > About on an iPhone, or Settings > About phone on Android, and it is usually printed on the original box.

A cracked screen or back glass, water damage, a battery that will not hold charge, a faulty camera, button or speaker, or a device that will not power on at all. You can still sell any of these — just select the faulty option when you get your quote so the price you are given is the right one.

Normal signs of use are expected and are already accounted for in our grades. It is functional faults and cracked glass that change the value, not light cosmetic wear.

No. We buy both network-locked and unlocked devices — just select the correct network when you get your quote, as it can affect the price.

No, we only need the handset and its battery. Please keep the box and accessories, and take any case or screen protector off before you pack it.

Our specialists test and grade it, then the vast majority are refurbished and given a second life. We aim to reuse over 95% of the devices we receive and recycle anything that cannot be reused in line with WEEE standards.